RE: Finding HHello jennie,elp

Hi John,
> Are we saying now that *EVERY* web page will need to have a link to one of these types of Help?
Not all, a lot of the conversation was around that scoping, the SC starts<>:
“For single page apps or any set of web pages<> with blocks of content that are repeated on multiple web pages<>,"
So for:
A data-entry clerk in a large organization spends their day answering phone calls, capturing information from clients into a 5-screen web-form. The clerk (a user) deals with these same five screens multiple times a day. Currently the form's inputs are all properly labeled, and the five screens today are all WCAG 2.0 compliant (complete with header and footer content that repeats on each screen).

If it met ‘set of web pages’ (I assume yes), and the same criteria as bypass-blocks (I assume no?), then it would be required to have one of the 4 things. In that scenario, I’d suggest a link or email address for tech-support!

> demanding every instance of a web "page" links to one of a specific type of help flies in the face of reality on the web, and will not scale to all of the types of web content on the web today.

We spent some time finding examples, and I was mostly worried about the lower end (e.g. personal blogs), but given that most already have an email address or contact form, it didn’t seem difficult.

I do wonder about the higher end, where you might have a consistent link to ‘help’ or ‘support’, but that page doesn’t necessarily have a phone number or direct contact because there are so many areas that people can go into (e.g. Apple<>, or a large ecommerce site<>). We need to make sure that’s acceptable, as there is no feasible way a company that size could just provide a contact method.

Overall, the addition of chatbots & self-help came from the difficulty of different sites being able to provide human details.

The understanding document goes into that reasoning, which is around the need for some sort of human help (where possible).

Anyway, it is on the agenda for Tuesday, the survey is open…


Received on Friday, 17 April 2020 16:31:11 UTC